Aisera Agent Assist
AiseraReviews from AWS customer
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Aisera adds value as a self service tool that connects our customers with solutions
What do you like best about the product?
Aisera is an intuitive platform that allows us to quickly deliver solutions to our customers! It adds significant value to our company as a self service tool that connects our customers with resolutions to common use cases via our Knowledge Base articles and through step-by-step instruction. Its ability to perform automated tasks and verify customer permissions sets it apart as well.
What do you dislike about the product?
While building conversation flows is straightforward, many of the build widgets are not available for use when building action flows (flows that include automated actions taken of behalf of the customer). For example, each option in an options list needs to be created and coded individually in order to function as expected.
Additionally, the inability to accurately test action flows using the AI Lens function significantly impacts our team.
Finally, the sensitivity of the system when building options lists for any type of flow (conversation or action) leaves much to be desired as details such as spaces and special characters break the options list functionality on the customer side.
Additionally, the inability to accurately test action flows using the AI Lens function significantly impacts our team.
Finally, the sensitivity of the system when building options lists for any type of flow (conversation or action) leaves much to be desired as details such as spaces and special characters break the options list functionality on the customer side.
What problems is the product solving and how is that benefiting you?
Connecting customers with resolutions to common use cases (through both step-by-step instruction and utilizing our Knowledge Base of articles) allows us to improve customer experience and provides additional availability for both our nontechnical and technical support engineers to address more challenging support requests.
Great tool for Building Paths & Flows!
What do you like best about the product?
Aisera Is easy to use. Its plug and play when it comes to building flows! Its easy to follow, easy to look at staging and build. I love the flexibility !
What do you dislike about the product?
Would like to see a "print" section within a Flow (where we can have users print a path)
What problems is the product solving and how is that benefiting you?
Creating paths that will allow customers to choose options for an activity and then provide them with the best possible outcome based on their answers
Over Promise Under Deliver (Unless its for a IT Service Desk Bot)
What do you like best about the product?
Their integrations. They easily connect to many common applications. I like their ability to be versatile.
What do you dislike about the product?
Their ability to actually deliver what they promise is lacking extremely.
What problems is the product solving and how is that benefiting you?
They are helping our employees access the vast amount of resources.
Aisera
What do you like best about the product?
Aisera's willingness to understand the use cases and act on it. They have very good PM/eng team who are focused on customer delight.
What do you dislike about the product?
At this point there is nothing that I can highlight
What problems is the product solving and how is that benefiting you?
Aisera helps us in improving our AI/ML/NLP needs that can help in managing the customer support cases better for our end customers.
Great vendor for AI solutions
What do you like best about the product?
The thumbs-up/down options are subtle enough not to disrupt the conversation.
What do you dislike about the product?
Some features may be limited or difficult to use.
What problems is the product solving and how is that benefiting you?
With Aisera AI solutions, we have deflected volume that agents would've previously serviced. Most of this deflected volume are inquiries that can be answered had the customers read the FAQ articles.
Submit tickets in Freshservice
What do you like best about the product?
Great way to find and submit tickets in Freshservice. No need to manually complete all the necessary fields. Just engage with the bot. Other bots take too long.
What do you dislike about the product?
Would like the bot to access asset information and analytics within Freshservice. Add more capabilities to the agent login within Freshservice. As a technician this will improve workflow.
What problems is the product solving and how is that benefiting you?
Aisera improves the end user experience when submitting IT related incidence and requests. Which increases productivity. Business performance has increased very much.
Product excels in guided knowledge flows
What do you like best about the product?
Creating and maintaining knowledge flows to steer customers toward solutions is clear-cut and easily managed. The capability to train others has been effective and well-received.
What do you dislike about the product?
Occasionally, search results may not precisely align with the specific troubleshooting needs of the customer. However, the product exhibits enhanced performance when utilizing straightforward flows rather than relying solely on customers asking direct questions.
What problems is the product solving and how is that benefiting you?
Enabling customers to access troubleshooting flows round the clock, 24x7, significantly diminishes the necessity for a Service Request.
User Friendly Automation and Support
What do you like best about the product?
Intuitive and provides automation to our processes. Gives our users a premium level of support.
What do you dislike about the product?
Teaching Aisera to return the correct support articles can be a legthy process. You need to invest in a team to work with it
What problems is the product solving and how is that benefiting you?
Ticket logging, saves users from having to call/fill in forms to raise support tickets.
Basic support is being handled by Aisera; this, in turn, reduces the amount of tickets being fed into our support desk.
Basic support is being handled by Aisera; this, in turn, reduces the amount of tickets being fed into our support desk.
Ticket AI tool provides the best suggestions towards Case resolution
What do you like best about the product?
- It's amazingly accurate suggestions of knowledge articles related to the Case
- Accurate recommendations based on our tickets data categorizations
- Ability to auto-resolve tickets
- Accurate recommendations based on our tickets data categorizations
- Ability to auto-resolve tickets
What do you dislike about the product?
It's not a dislike, but being such an embedded tool, we fear that any customizations may not be incorporated into Aisera, which may cause failures, issues , inaccuracies.
What problems is the product solving and how is that benefiting you?
Aisera provides the suggestions and recommendations for technical issues submitted by customers, it uses the knowledge base that Snowflake has created for internal as well as customer reference.
works well when work flow is defined, gives accurate results
What do you like best about the product?
follows designed workflow very well. asks the right questions and shows the logs.
What do you dislike about the product?
if keywords are missing, then results are not as expected. need to tag all keywords in order to follow proposed work flow.
What problems is the product solving and how is that benefiting you?
helps with Network issues and points users to the right article. asks users the right questions and then points them to the article based on the issue the user faces.
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